ITSM Consultant
Orange Business Services - Egypt
Total years of experience :15 years, 0 Months
Drafting IT processes and associated procedures for IT activities according to the CBE regulations, ISO 20000 and ITIL standards.
• Ensuring the compliance of IT Policies & Procedures with the CBE regulations, ISO 20000 and ITIL standards.
• Amending the IT processes and associated procedures to ensure a full mitigation to the gaps and risks.
• Handling IT projects related to End-users including project planning, Control & Closure activities.
• Evaluate, Monitor and measure the performance of several IT Teams (IT Helpdesk and Hardware
Support, IT operations).
• Heading the IT Frontline of Support team and Business Helpdesk.
• Reporting the incident Management/Problem management and SLM activities to the IT Division
top management.
• Maintaining the Service Catalogue of the IT Division & conducting service reviews.
• Evaluate, Monitor and measure the performance of several Global Applications support team across Vodafone Operating Companies.
• Generate Performance reports and perform trends analysis.
• Conduct Service review meetings with domains single points of contact and cover the gaps.
• Enhance the overall performance, process and service availability for all Global Applications services across Vodafone operating companies.
ITIL Problem management Specialist | Vodafone Group Services GmbH-Germany| http://www.vodafone.de | June 2013-Present
• Executes the Problem Management process tasks in adherence with global and local requirements, and includes the following sub processes: Proactive Problem Identification, Problem Categorization and Prioritization, Problem Diagnosis & resolution, Problem & Error-Control, Problem Closure & Evaluation, Major Problem Review and problem reporting.
• Coordinates and manages the Problem Management process activities across the global factory and with external
• Suppliers to agreed global and local SLAs.
• Escalates risks and issues to the Problem Management Regional Process Owner.
• Supports Problem Management reporting (KPIs and customer SLAs).
• Assists the Problem Management Global and Regional Process Owners in driving Service management best practice
• And ITIL process standardization.
• Assists the Problem Management Global and Regional Process Owners in ensuring consistent end-to-end
application of the Problem Management process across their account(s).
• Assists the Problem Management Global and Regional Process Owner in identifying and planning for Problem management process improvement projects.
• Drives implementation of standard execution of the Problem Management process.
Incident management & Service Assurance Engineer| Vodafone Technology & Information Services | JUNE 2010 - MAY 2013
• Driving the efficiency and effectiveness of the incident management process.
• Handling Escalations from internal teams and local markets.
• Producing management information, including KPIs and reports.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management system.
• Driving, developing, managing and maintaining the major incident process and associated procedures.
• Reviewing and auditing the process.
• Ensuring that all IT teams follow the incident management process for every incident.
International Account Customer Interfacing Advisor| Vodafone United Kingdom -http://www.vodafone.co.uk | APRIL 2009 - JUNE 2010
• Act as a frontline interface with customers of Vodafone UK Customers. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard.
• Handling several offline tasks within the off-shore call center based in Giza-Egypt, such as quality assurance, team coaching and training, utilization reporting.
NextWave-UK August 2008 - March 2008
Project Coordinator
Supporting the planning of the TD-CDMA pilot test in Egypt with TE-Data and Telecom Egypt (Landline Service Provider)
BS.C'Degree in Computer & Software Sep. 2003 - June 2012 Engineering Misr University For Science & TEchnology